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Business Profile

Online Retailer

Monos Travel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:22/12/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have placed an order on Nov 25 and still not shipped yet. I have attempted to contact them at least 6 times through emails but still no updates. According to their official website, the order will be shipped within 3-5 days, but it has been one month. I am very disappointed about their services and would like to have refund.

  • Initial Complaint

    Date:21/12/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received a damage luggage . I emailed Monos the same day. I am still waiting for a response. I only get automated email messages. I requested replacement but have not heard from them. The handle does not stay up. I am traveling soon and will have to purchase another luggage in store due to limited time.

  • Initial Complaint

    Date:15/12/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a suitcase on 11/24/23 and received it on 12/6/23. Upon opening it, I found the color to be off from the pictures and the quality to be lacking. I attempted to send it back but there was a $40 shipping fee that was *********** missing from the advertisement of free shipping and 100 day free trial. Furthermore, the email to contact about the return never responded after 10 days of attempting to contact them. I had to find a random ********* account manager to even initiate the return as the official response has still yet to be explained to me. The site also self selects the reviews it chooses to post to make their luggage seem more widely loved. It is extremely ********* and ************* difficult to obtain return instructions or clarifications on their business practices.

  • Initial Complaint

    Date:13/12/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed two orders of luggage and am trying to return the first piece (brand new and unused) and cancel the second order. Their return policy states purchase minus shipping. If I use their website to issue a return, they are deducting $40.00  from my refund in addition to stating that it is subject to return shipping fee. I've reached out multiple times to ask what the 40.00 charge is but there is no answer. I tried multiple times to cancel the second shipment, with no response. I tried to call a customer service number where I was asked to install ******* - which I refused to do knowing that it was a *****

  • Initial Complaint

    Date:13/12/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been trying to contact Monos for the past few weeks in regards to a luggage order I had made. This order came to me mishandled, scratched, dented, and torn. I had asked the company to allow me to send a it back as a return to them as I had purchased the same exact items again and it all came fine. I have reached out to them through email, and social media and they are refusing to allow me to return these items and have told me just to wash the luggages.

  • Initial Complaint

    Date:11/12/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Monos Carry-On suitcase on November 26 and my credit card was charged. I have yet to receive the suitcase and have sent multiple emails and received automated responses telling me that they are very busy and assuring me that they are answering all emails efficiently and in the order in which they were received. Since I keep getting similar responses but no action I have no reason to believe this to be true. I want the product that I paid for and I may be willing to accept an alternate color depending on the color. There is no customer service phone number though I doubt they would have a real person to take the call.

  • Initial Complaint

    Date:11/12/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a luggage set with two separate pieces totalling $343. In addition, I purchased shipping insurance which explicitly states "lost, stolen, and damaged" goods are included in the shipping insurance. My Order ******* was due to arrive November 30th. I received confirmation from *** that it had been delivered but could not locate the package despite several attempts with neighbors. I figured it had been stolen and so I reached out to Monos December 1st to ask what the best approach was: should I file a claim with ***? How do I file a claim via the shipping insurance I purchased? The business did not--and still has not--responded to my email or several follow-up emails I have sent regarding this issue. I am requesting a refund of $343 for my order total as per the shipping insurance I purchased. Thank you.

  • Initial Complaint

    Date:05/12/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a new customer of Monos. When my first order was delivered last week, I was so satisfied with the product that I ordered a second carry on suitcase from this merchant. However, after taking one of the carry on suitcases on a weekend roundtrip between ************* and *******, the suitcase malfunctioned. On the way there, the handle would not expand to its full height, which I need because of my height. On the way home, the handle would not collapse into the suitcase. I was forced to remove the handle from the suitcase so that it would fit into the airplane's overhead bin in order to prevent paying to check my carry on. I then had to carry the 50+ pound carry on from the plane to my car, which was extremely heavy and uncomfortable. I am very dissapointed that this carry on suitcase did not hold up after even one weekend trip. I sent this information to Monos Customer Service but they did not respond. I am requesting a refund to my original method of payment for the cost of this carry on suitcase, as well as a replacement carry on suitcase of the same type to be shipped to me expedited as I paid for originally. My order numbers are ******* and *******.

  • Initial Complaint

    Date:08/11/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Monos luggage set (check in medium and carry on) on November 8, 2022 in the amount of $497.45. Both are supposed to come with a lifetime warranty as advertised all over their website. I reached out last week by email and by text and submitted a warranty claim. I sent all the pics showing the tear in the seam on the carry on luggage. I sent follow up messages and have not received a single reply. I want either a refund or a replacement. It hasnt been a full year and the luggage is defective and its upsetting to have spent this much money on luggage that didnt even last long. Not only that, but the company is unresponsive. It seems very ********** and *********.

  • Initial Complaint

    Date:10/10/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed order ******* for $295 (plus tax) on 9/9. I expected arrival of a carry on for a trip on 9/20, by 9/19. The package never arrived and Monos does not have a brick and mortar store in NYC. So I had to buy another carry on for an additional $790 to ensure I had a bag to travel with for my trip. All packages are handled by the buildings 24 hour concierge and is always referenced by name. The delivery person failed to deliver this package. Monos is refusing to do their due diligence and investigate this with all of the facts provided. Monos has offered a replacement, which I do not want because I already have a bag that I purchased for $790. I'm seeing a refund for the amount paid on 9/9. I cannot further prove that I am not in receipt of an item that I paid $295 for.

Monos Travel is NOT a BBB Accredited Business.

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